To enhance your support experience, we've introduced the Access Digital Assistant, which is designed to provide quick, seamless assistance whenever you need it.
Our dedicated support team remains available for more complex or technical issues.
Benefits of the Digital Assistant
Instant Assistance: Quickly find answers to common tasks within your software.
Convenient Access: Open knowledge articles directly from your software, saving you time.
24/7 Availability: Get help anytime, day or night.
Use the Access Digital Assistant
To use the Access Digital Assistant, follow these simple steps:
Log into Adam SProc, click the Digital Assistant icon
.Click Ask a question and type in your query. The Digital Assistant will search the knowledge base to return a suitable answer.
Review the answer, then confirm if the answer has answered your question or if you need more help.
If it isn't able to help any further or you are not satisfied with the answer, you can ask to speak to a human, and the Digital Assistant will put you through to a live support agent if one is available.
If a live agent isn't available, you can still use the Digital Assistant to assit you. If further help is still needed, an agent will pick up your query during office hours.
Demo video
See the following video guide on how to access our Digital Assistant:
For clients who have entitlements and are customer success portal users, see the following video guide showing you how to connect to an agent to resolve your query. If required the agent will raise a case for you:
Frequently asked questions
Question | Answer |
Can I raise multiple issues in a single in-app chat? | We recommend raising one issue per conversation, just as you would with support cases. This helps both you and our team keep track of each issue more effectively. If you have additional issues to address, please start a new conversation for each one. |
Can I speak directly to an agent? | Our Access Digital Assistant is available 24/7 and can help with most queries instantly. It uses our complete help centre content and learns from thousands of successful customer interactions to provide quick, accurate answers. The Assistant is regularly updated with the latest solutions and can often resolve technical issues without you having to wait for an engineer. If your situation requires specialised support, our team is available to help. Many customers find the Digital Assistant is the fastest way to get answers for common queries and troubleshooting. |
What does this mean for me? | All your support activities are now accessible directly within the product. You'll be able to get assistance from the Digital Assistant, use In-App Chat, access help guides, and cases will be raised on your behlf, if require, without leaving the application. |
Can I still use the portal to raise cases? | No, all case management is now handled through the in-app messenger within the product. |
Will I lose access to my existing support cases? | No, the team are handling all existing cases until resolution. |
Can I add collaborators onto a case? | Yes, this hasn't change and you will still be able to, as before on the specific case within the portal. |
Will new cases raised be recorded anywhere? | Yes, absolutely. All conversations will be automatically converted into cases within the Support Portal for full visibility and tracking. This ensures complete continuity with your current case management processes whilst benefiting from the enhanced Intercom interface.
|
How do I contact support for billing queries? | Billing enquiries continue to be available through your Support Portal. |
What if I have a Standard or Premier plan? Can I still call support? | Yes, phone support remains available for Standard and Premier plan customers. |
What are the support hours for in-app chat? | In-app Chat is available Monday to Friday, 9:00am to 2:00pm GMT or BST. |
What if I need help outside in-app chat hours? | You can use the 24-hour Access Digital Assistant. Conversations requiring the support team will be put into a queue and the support team will respond during business hours. |
What can the Digital Assistant help me with? | Access Digital Assistant is a conversational support tool that answers questions and provides guidance about using your product. It works like a virtual help desk, offering instant responses to common queries. |
Why can't I access in-app support? | If you or a colleague cannot access in-app support features such as Live Chat and the Access Digital Assistant, check the following:
|